AccountId: 011433970860
ContactId: c9e282a6-9e37-4e00-be0d-abba38d9f622
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212899 ms
Total Talk Time (AGENT): 61183 ms
Total Talk Time (CUSTOMER): 88942 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/c9e282a6-9e37-4e00-be0d-abba38d9f622_20250326T19:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hello [PII]. Uh, my name is [PII], and I'm from Bell versus Car team calling to make a payment. Uh, please know that this call will be recorded for quality and training purposes. Um, I do have the group number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes, what is that group number?
[CUSTOMER][NEUTRAL] OK, so that is 26,740.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the group name for me please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, give me just one second to make this bigger for myself. Give me just one moment. Um, well, uh, I believe it is pronounced Rabboon County Corporation. I'm not sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] OK, yes, thank you.
[AGENT][NEUTRAL] Let's see, and can you verify the invoice number and the amount of the payment?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Um, yes, ma'am, give me just one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK, I'm looking to pay.
[CUSTOMER][NEUTRAL] The amount of $1,954.43.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see and what is that invoice number?
[CUSTOMER][NEUTRAL] OK, so the invoice number is 6386082.
[AGENT][POSITIVE] OK, thank you for that information let me go ahead and get that put in real quick and we'll get that processed.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right. I'm ready for that card number whenever you're ready.
[CUSTOMER][NEUTRAL] And do check.
[CUSTOMER][NEUTRAL] Yeah, it is MasterCard, but it's still no fees right for credit card payments.
[AGENT][NEUTRAL] Right, there's no fees.
[CUSTOMER][NEUTRAL] Thank you. The MasterCard number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And what is that expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the security code?
[CUSTOMER][NEUTRAL] That will be [PII] that's simple.
[AGENT][NEUTRAL] OK, and the zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, thank you for that information. I'm gonna go ahead and process the payment for $1,154.43 and if you'll give me just a moment, I'll give you a confirmation number.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Alright, I have your confirmation number as 506162.
[CUSTOMER][NEUTRAL] All right, and you mentioned your name is [PII], is that right?
[AGENT][POSITIVE] Mhm. Yes, that's correct.
[CUSTOMER][POSITIVE] Thank you, ma'am have a great day.
[AGENT][POSITIVE] No problem, thank you for calling APL [PII]. You have a great day as well. Bye bye.